Designation: SR. Customer Care Executive

Experience: 3 to 5 yrs

Key Responsibilities

- Customer Support & Query Resolution:
- Handle customer inquiries via phone, email, WhatsApp, chat, social media, and marketplaces.
- Resolve product-related questions, order issues, payment concerns, and delivery complaints.
- Provide accurate information about skincare, makeup, haircare, and beauty products.
- Ensure timely resolution of customer complaints while maintaining high customer satisfaction.
- Order Management:
- Monitor and manage customer orders from placement to delivery.
- Coordinate with logistics and warehouse teams regarding shipment delays, returns, and replacements.
- Process cancellations, refunds, exchanges, and return requests according to company policies.
- Track order status and proactively update customers.
- Customer Experience & Retention:
- Build robust customer relationships and enhance brand loyalty.
- Follow up with customers after purchases to gather feedback.
- Identify opportunities for upselling and cross-selling products.
- Handle VIP customers and escalated complaints professionally.
- CRM & Ticket Management:
- Maintain accurate customer records in CRM systems.
- Update customer interactions, complaints, and resolutions.
- Track support tickets and ensure SLA compliance.
- Analyze recurring customer issues and suggest process improvements.
- Social Media & Community Support:




- Respond to customer comments, messages, and reviews across social media platforms.
- Manage customer interactions while maintaining the brand voice.
- Escalate negative reviews or sensitive issues to relevant teams.
- Coordination with Internal Teams:
- Work closely with marketing, operations, warehouse, and product teams.
- Share customer feedback related to products, packaging, and service quality.
- Support campaign launches and promotional activities by handling customer inquiries.
- Reporting & Performance Tracking:
- Prepare daily, weekly, and monthly customer service reports.
- Monitor KPIs such as:

-Customer Satisfaction (CSAT)

-First Response Time (FRT)

-Resolution Time

-Repeat Customer Rate

-Return and Refund Metrics

-Recommend improvements to enhance customer experience.

Desired Skills

- Excellent verbal and written communication.
- Experience with CRM tools (Zoho, Freshdesk, Gorgias, Zendesk, HubSpot, etc.).
- Strong problem-solving and conflict-resolution skills.
- Knowledge of D2C e-commerce operations.
- Understanding of cosmetics, skincare, beauty, and personal care products.
- Ability to manage multiple communication channels simultaneously.
- Customer-centric mindset with attention to detail.

Pay: ₹30,000.00 - ₹35,000.00 per month

Work Location: In person

📌 Sr. Customer Care Executive (Wadala)
🏢 PP Consumer private
📍 Wadala